Understanding Your StarHub Bill
Your StarHub bill contains detailed information about your services, charges, and usage. This guide helps you understand every section of your bill and manage your payments effectively.
Bill Overview
Key Bill Components
| Section | Information | Location on Bill |
|---|---|---|
| Account Summary | Total due, due date, account number | Top of first page |
| Service Summary | All active services and plans | Page 1-2 |
| Current Charges | This month's fees | Detailed section |
| Usage Details | Data, calls, SMS consumption | Middle pages |
| One-Time Charges | Equipment, activation fees | Separate section |
| Payment History | Previous payments received | Last page |
Reading Your Bill Statement
Account Summary Section
Key Information to Note:
- Account Number: Your unique 10-digit identifier
- Bill Date: When bill was generated
- Due Date: Payment deadline (usually 21 days)
- Total Due: Full amount to pay
- Minimum Payment: If on installment plan
Understanding Charge Types
| Charge Type | Description | When Applied |
|---|---|---|
| Monthly Subscription | Base plan fees | Advance billing |
| Usage Charges | Excess data, roaming, calls | Previous month |
| Device Installments | Phone/equipment payments | Monthly portion |
| Add-On Services | Extra features, apps | Pro-rated if new |
| GST | 9% goods & services tax | On all charges |
| Late Payment Fee | $15 if overdue | After due date |
Service Breakdown
Mobile Services Section
- Plan Name: Your subscribed mobile plan
- Monthly Fee: Base subscription cost
- Included Benefits: Data, minutes, SMS allowance
- Line Numbers: All mobile numbers on account
- Contract Status: Months remaining
Broadband Services
- Internet Plan: Speed tier (1Gbps, 2Gbps, etc.)
- Router Rental: If applicable
- Static IP: Additional charge if subscribed
- Installation: One-time fee on first bill
TV+ Services
- Base Package: Channel groups included
- Premium Channels: HBO, Sports, etc.
- Equipment Fee: Set-top box rental
- On-Demand Purchases: Movie rentals
Usage Details Explained
Mobile Data Usage
Usage Breakdown Shows:
- Local data consumed (GB)
- Roaming data usage
- Excess data charges
- Data rollover (if applicable)
- Shared data pool usage
Call & SMS Details
| Type | What's Shown | Charging Method |
|---|---|---|
| Local Calls | Minutes used vs included | Per minute after allowance |
| IDD Calls | Country, duration, cost | Per minute rates |
| Roaming Calls | Country, incoming/outgoing | Based on roaming zone |
| SMS | Local and international | Per message rates |
| Premium SMS | Voting, donations | Premium rates |
Promotional Credits & Discounts
Types of Discounts
- Contract Discounts: Monthly savings for contract period
- Bundle Savings: Multiple service discounts
- Promotional Credits: Limited-time offers
- Loyalty Rebates: Long-term customer benefits
- Corporate Discounts: Company-negotiated rates
Reading Promotional Information
- Check "Discounts" section
- Note expiry dates for promotions
- Understand conditions (e.g., "while on contract")
- Calculate actual vs promotional price
Common Bill Items Explained
Equipment & Device Charges
| Item | Typical Cost | Notes |
|---|---|---|
| Device Installment | Varies by model | 0% interest over 24 months |
| Early Upgrade Fee | Remaining balance | If upgrading before completion |
| Accessory Purchase | One-time charge | Cases, chargers, etc. |
| Repair Charges | Based on damage | Out-of-warranty repairs |
Service-Related Fees
- Number Retention: $10.70 for keeping number
- Caller ID Display: $5.35/month
- IDD Activation: One-time $10.70
- Paper Bill Fee: $2.14/month (waived for seniors)
- Service Suspension: $10.70 per request
Understanding Pro-Rated Charges
When Pro-Rating Occurs
- New service activation mid-cycle
- Plan changes during billing period
- Service termination before cycle end
- Add-on subscriptions/cancellations
Pro-Rating Calculation
Formula:
(Monthly Fee ÷ Days in Month) × Days Used = Pro-rated Amount
Example: $50 plan activated on 15th of 30-day month
($50 ÷ 30) × 16 days = $26.67
Bill Delivery Options
E-Bill (Recommended)
- Free and environmentally friendly
- Delivered via email on bill date
- Access anytime via My StarHub
- SMS notification when ready
- Searchable PDF format
Paper Bill
- $2.14 monthly charge
- Waived for seniors (60+)
- Delivered by postal mail
- May arrive 3-5 days after bill date
Disputing Bill Charges
Common Disputes
| Issue Type | What to Check | Resolution Time |
|---|---|---|
| Incorrect plan charge | Contract vs billed amount | 1-2 bill cycles |
| Roaming disputes | Travel dates, usage logs | Up to 60 days |
| Data overage | Usage history, notifications | 1 bill cycle |
| Service not received | Activation/termination dates | Immediate credit |
How to Dispute
- Review bill carefully within 30 days
- Gather supporting documents
- Contact customer service:
- Call 1633
- Use online chat
- Visit StarHub shop
- Provide:
- Account number
- Specific charges in question
- Reason for dispute
- Supporting evidence
- Get reference number for tracking
Bill Management Tips
Reducing Your Bill
- Review plans annually for better deals
- Remove unused add-ons
- Bundle services for discounts
- Monitor usage to avoid overages
- Set up usage alerts
- Consider lower-tier plans if underutilizing
Bill Organization
Best Practices:
- Save bills for 12 months minimum
- Create digital folder for e-bills
- Set calendar reminders for due dates
- Review bills monthly for accuracy
- Track promotional end dates
Getting Help with Your Bill
Self-Service Options
- My StarHub App: View current and past bills
- Online Portal: Detailed usage breakdowns
- Bill Explainer: Interactive bill guide online
- FAQ Section: Common billing questions
Contact Support
- Billing Hotline: 1633, option 2
- Email: billing@starhub.com
- Live Chat: Available 24/7
- Shop Visit: Bring latest bill